Guest Experience Manager

Guest Experience Manager

Working at a Chick-fil-A® restaurant is more than a job – it's a chance to be part of a people-focused, enthusiastic team that values teamwork and leadership development.

Chick-fil-A Palm Harbor is seeking a highly skilled and disciplined Guest Experience Manager to lead our front-of-house team and ensure the highest standards of hospitality and service. As a Guest Experience Manager, you will play a key role in overseeing all guest-facing operations, driving exceptional customer experiences, and maintaining Chick-fil-A's reputation for genuine care, efficiency, and excellence. You will lead a team of service professionals, ensuring smooth daily operations and fostering a positive work environment that upholds our mission of Winning Hearts Every Day—through Genuine Hospitality, delivering craveable food, and caring for our guests and team members.

Key Characteristics:

• Leads by example in true servant leader mentality
• Embodies the CFAPH Vision "To be our communities place to be refreshed and restored"
• Embodies the CFAPH Core Values of G.R.I.T. - Genuine Hospitality, Reliability, Influence, Trust
• Self driven initiative & problem solver
• Highly organized
• Systems oriented & results oriented

Key Expectations/Responsibilities:

• Performance Metrics: Monitor and track key performance indicators (CEMS) such as order accuracy, speed of service, and keep them in the top 20%. Develop action plans to improve results and maintain high standards.
• Process Improvement: Identify and implement ways to improve service efficiency, guest engagement, and team productivity. Stay up-to-date with best practices and integrate them into daily operations.
• Collaboration with Kitchen: Partner with kitchen leadership to ensure timely and accurate food orders, seamless communication, and exceptional guest satisfaction.
• Compliance: Ensure compliance with all health, safety, and sanitation regulations. Conduct regular checks of the dining room, drive-thru, and other guest areas to maintain cleanliness and order.

Leadership & Team Development:

Lead, mentor, and help develop a team of front-of-house staff, ensuring they are trained in Chick-fil-A's service model, operational standards, and company policies. Foster a collaborative environment that promotes teamwork, communication, and accountability.

Operational Oversight:

• Manage and oversee all guest-facing operations, ensuring efficient service flow, timely order delivery, and adherence to Chick-fil-A's hospitality standards.
• Participate operationally in day-to-day activities in a high-volume, fast-paced restaurant environment.
• Open and/or close the restaurant, lead shifts, and serve as a key holder.
• Count drawers and finalize daily sales.

Guest Experience & Hospitality:

• Deliver exceptional hospitality and 2nd Mile Service with consistency.
• Offer immediate and respectful responses to guest needs.
• Create and implement strategies to elevate guest satisfaction.
• Act as a role model for the team by setting the tone for each shift.
• Smile, maintain a friendly demeanor, create eye contact, and speak enthusiastically to build emotional connections with guests.

Qualifications & Requirements:

• Restaurant experience required, experience with Chick-fil-A is a bonus
• Previous leadership or supervisory experience preferred
• Open availability including early mornings, days, nights, & Saturdays
• Excellent communication and interpersonal skills
• Strong work ethic and positive attitude
• Commitment to Chick-fil-A's values and mission
• Ability to inspire and motivate a team

Work Schedule

• 8 hour shift
• 10 hour shift
• Weekend availability
• Monday to Friday
• Holidays
• Day shift
• Night shift
• Overtime

Supplemental Pay

• Bonus pay

Benefits

• Flexible schedule
• Paid time off
• Health insurance
• Dental insurance
• Vision insurance
• Life insurance
• 401(k)
• Employee discount
• Paid training
• Other